Head of Customer Education

Overview

Join Ashby as the Head of Customer Education and lead the development and execution of our Recruiting Operations Consulting, Academy, and Product Enablement teams. This leadership role manages a motivated group of professionals to unify customer-facing educational strategy and internal training initiatives that empower both clients and our go-to-market staff.

Role Details

The Education team functions like a Customer Success Manager for all customers and GTM (Go-To-Market) personnel, producing meaningful content and experiences tailored to varied customer readiness levels, from recruiting managers to senior talent leaders. The role includes managing consulting services for operational expertise, enriching academy content with consulting insights, and bridging product knowledge gaps for CS and sales teams.

Key Responsibilities

• Lead and supervise RecOps Consulting, ensuring personalized client engagements deliver value and translate insights into scalable Academy content.
• Collaborate with Professional Services to define scopes and structures for paid consulting engagements and evolve consulting models per customer segments.
• Oversee Academy content strategy and its ongoing development to align with product growth and customer needs, including launching product certifications, centralizing webinars, and developing digital education initiatives.
• Establish and grow the Product Enablement function, creating effective onboarding for new hires and responsive education to field teams on new product features.
• Design and implement operational frameworks such as intake processes, capacity planning, and cross-functional connections ensuring the three functions collaborate effectively.
• Manage a team of both managers and individual contributors initially, identifying and filling leadership needs internally or through external hires as the team scales.
• Serve as an external representative of Customer Education at webinars, events, and client sessions, feeding product feedback gathered into organizational improvements.

Ideal Candidate Profile

• Strategic thinker who challenges conventions and designs education based on authentic audience needs.
• Experienced leader who cultivates talent thoughtfully, maintains high expectations without micromanaging, and fosters strong team performance.
• Proficient in building operating models connecting multiple functions while avoiding unnecessary complexity.
• Engaged leader comfortable managing hands-on tasks and organizational scaling simultaneously.
• Skilled relationship-builder with cross-departmental teams, collaborating credibly with CS, Sales, Product, and Marketing leadership.
• Adept at navigating ambiguity and enthusiastic about building from the ground up.
• Clear and effective communicator, thriving in a writing-intensive workplace.
• Capable of designing educational programs that address a full spectrum of customer maturity and complexity.
• Technologically curious, able to support teams by learning tools like LMS and product journey configurations.
• Understanding of integrating consulting services with education strategy to optimize customer expertise scaling.

Potential Mismatches

• Preference for high-level strategic oversight without operational involvement.
• Discomfort with direct customer interaction or public speaking.
• Lack of interest in content review and quality assurance.
• Relying heavily on generic industry education playbooks rather than original, first-principle approaches.
• Difficulty adapting to evolving scopes and dynamic organizational needs.

Recruitment Process

• Initial 30-minute recruiter screening.
• 45-minute interview with Global Head of Customer Success.
• 60-minute presentation to Customer Education leads and cross-functional partners.
• Final interviews including 30 minutes each with VP of Customer Success and CEO followed by 15 minutes for closing questions.

Employee Benefits

• Work with a highly skilled and passionate team.
• Stock options exercisable over 10 years with no purchase pressure upon departure.
• Unlimited paid time off with a four-week recommended minimum.
• 12 weeks of fully paid family leave for US employees, with plans to extend for other locations.
• Generous budget for equipment, software, and office furniture needs.
• $100 monthly education budget plus additional conference funding upon manager approval.
• Comprehensive US health insurance with premiums fully covered plus automatic 401k matching.

Equal Opportunity and Hiring Notes

Ashby is an equal opportunity employer that values diversity and inclusivity in all forms. The hiring process is transparent and actively uses AI-assisted tools to support candidate evaluation. The advertised role is a confirmed current opening.

Compensation

The salary range for this position is $170,000 to $276,000 annually.